Dedicated approach

Parcelhub has introduced a dedicated account management team. According to Parcelhub, Key Accounts Manager Sally Evans and Accounts Manager Phil Beavis will aim to “ensure continuous improvement of customer communications and to maximise customers’ delivery and e-commerce customer services performance”.

Parcelhub said that the team will help to “manage customer relationships for the long term, whilst continuing to explore opportunities for new business growth”.

Evans commented: “Previously there was no specific Account Management function; clients retained contact with the Sales Executive if they encountered specific issues they needed help with, and this would be addressed to the relevant area of the business.

“Traits most normally associated with a good Sales Executive are distinctly different to those of a good Account Manager. A good Account Manager will be collaborative within a business, providing balance between the carriers’ needs and the needs of the client to deliver a strong and lasting relationship. Account Management is a more nurturing relationship, focused on the longer term.”